Customer Experience Program Manager

About the role

Europe Express is seeking a Customer Experience Program Manager to lead the design and execution of CX initiatives that enhance the experience for both Travel Advisors and travelers. Reporting to the VP of Marketing & Business Development, you will translate feedback and data into actionable programs that drive service excellence.

Key responsibilities

• Own the CX roadmap, turning business priorities and customer needs into clear programs, milestones, and success metrics.
• Lead high‑impact escalations, coordinating cross‑functional responses and ensuring lasting improvements.
• Supervise and coach the Customer Operations Lead, setting goals, providing feedback, and overseeing CX reporting and AI‑enablement projects.
• Define and embed CX standards, including service‑level targets, escalation protocols, quality benchmarks, and coverage models.
• Design onboarding, training, and quality programs that equip customer‑facing teams with the tools and feedback needed for consistent delivery.
• Build and optimise retention, recovery, and win‑back programs for Travel Advisors, establishing clear segments and impact measures.
• Partner with Marketing to enhance the Passport to Perks program using customer insights.
• Own the Voice of the Customer program, integrating NPS, research, sales feedback, community input, and support data into a unified view.

Required profile

• Strong written and verbal English communication; Spanish proficiency preferred.
• Proven experience leading CX, Voice of Customer, retention or service‑improvement programs.
• People‑leadership experience, including coaching, prioritising work and building accountability.
• Strong analytical ability to turn data into clear priorities and measurable actions.
• Track record of identifying problems, driving cross‑functional solutions and managing capacity constraints.
• Familiarity with CRM systems (HubSpot preferred) and survey/feedback tools.
• Interest or experience using AI‑enabled tools for insight generation and workflow optimisation.
• Experience in the travel industry or a B2B2C service environment is strongly preferred.

Required skills

• HubSpot (CRM)
• AI‑enabled tools for insight generation and workflow optimisation

What we offer

• Competitive base salary (₡19,000,000 to ₡22,000,000 per year)
• Comprehensive health benefits
• Retirement savings plan with company contributions
• Generous paid time off allowance and birthday day off
• Flexible hybrid working schedules
• Parental leave and family‑supportive policies
• Charity or volunteering time off
• Group‑wide travel discounts